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+1-480-382-1320Sales Cloud for Building Services Case Study
Case Studies
Background
After their initial Salesforce implementation with another partner, the client realised they still lacked visibility into their business development pipeline. The client chose Girikon due to their ongoing and successful efforts in helping building services companies transition into the Salesforce ecosystem. The team of subject matter experts at Girikon is fully aware of the digital transformation pitfalls within the building services industry and is perfectly capable of optimising the client’s business processes and aligning them with Salesforce for construction industry best practices.
Girikon has both on-shore and off-shore capabilities. With this organisational structure, Girikon has gained extensive experience in the building services industry while providing competitive pricing within the Salesforce consultancy sector. The client was also attracted to Girikon’s hybrid agile approach, which allows for a consistent and frequent communication. Subsequently, Girikon fine-tuned the client’s system and delivered the highest-quality final product possible.
About the client
The client is a global provider of end-to-end facilities management services across various sectors, including education, hospitality, arts and recreation, retail, commercial, and healthcare. They embrace a distinct approach to facility management, in which they pursue long-term relationships with their partners, fuelled by collaboration and transparency. The client’s team is multidisciplinary; therefore, they can deliver expert analysis and services in multiple areas, such as facility management, engineering and project management, energy management, technical procurement, security, and IT solutions. The client needed assistance in applying best practices of Salesforce for building services companies, as well as obtaining a 360-degree view of their business development pipeline, which was existing as duplicated data in their current system.
The Problem
The client encountered several problems.
- Many of the client’s data were in spreadsheets.
- There was no option to view the names and contractual start dates of the services being used by the customers. Currently, the client created a new opportunity every time an existing customer signed up for a new service under their original contract.
- There was no estimation on the expected revenue from a contract since new services were added as new opportunities.
- Contacts were currently being added separately and then linked back to the account.
- The lead object was not used, and thus the client wasted time on redundant data entry.
- Opportunities were not segregated even though some opportunities had different business processes.
The solution
Girikon provided the client team with the following solutions after multiple discovery sessions:
Profiles and Roles:
- Creating a role hierarchy
- Setting up sharing rules
- Adjusting existing profiles and creating new profiles
- Setting up currency based on region
- Setting up time zones for users
Creation of new Financial Year object:
- Creating custom fields
- Modifying Page layout
- Rolling up Financial Year to Opportunity, Account and Contract
- Identifying financial year based on location/region
- Configuring schema builder
Contact Management:
- Creating custom fields
- Setting up duplicate and matching rules
- Creating validation rules
- Customising Page layout
Account Management:
- Creating custom fields
- Setting up duplicate and matching rules
- Creating validation rules
- Customising Page layout
- Setting up account hierarchy
- Configuring schema builder
Opportunity Management:
- Creating custom fields
- Creating multiple new record types
- Setting up duplicate and matching rules
- Creating validation rules
- Customising Page layout
- Forecasting configuration
- Configuring schema builder
Product and Pricebook management:
- Creating a Price book
- Creating products based on the services that are provided by the client
- Setting up multi-currency opportunities
Contracts:
- Creating custom fields
- Creating the ability to roll up the contract value to the account level
- Displaying the contract roll up value in the account record
- Configuring schema builder
Data Migration:
- Cleaning and removing redundant data
- Backing up Account, Contact and Opportunity Data
- Mapping existing opportunities data to new record types
- Updating/creating Contract and Financial Year records as required
Reports and Dashboards:
- Creating standard reports from opportunity object
- Creating a consolidated dashboard which had the different service
- Customising home page based on department to include relevant dashboards
- Developing 3 custom reports namely the Forecast vs Target, Business Development Pipeline, and Existing Partnership reports
- Creating Gantt chart reporting
Target:
- Creating custom object
- Creating custom field
- Modifying page layout
- Configuring schema builder
Figure 1: The conceptual dashboard shows how the additional services offered after the initial contract (MSA) will sit within the Account level in Salesforce, with Opportunities showing in different colours based on the Opportunity stage.
The Outcome
The greatest value derived from Girikon’s implementation was from the custom reports and dashboards created. One of the reports clearly showed how the sales team was tracking against the sales target for the present year. Another report illustrated the client’s business development pipeline, as seen in Figure 1, giving them a clear understanding of the expected value of an account and how to successfully sell their services to similar business partners. These reports, which were based on the custom financial year object, broke down multi-year contracts such as 5-year contracts into the expected revenue from that contract in a single financial year. This increased data granularity for the client’s team and better informed them of their current revenue.
Girikon also created a new data schema for the client, in which the new custom objects could be related to the Opportunity, Account and Contract. As a result, the organisation’s data structure improved, which allowed for more efficient workflows and less time spent on manual data entry.
The implementation of this solution was highly beneficial to the Australian branch of the business. After finishing the high-quality work, Girikon was trusted by the client to do the same implementation across their US, Asia, and European branches as well. For the implementation of the different branches, user’s profiles and roles were adjusted so that only information relevant to their region, such as sales targets, forecasting and present sales records, were shown.
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